Lloyds Bank to use AI in every customer interaction by 2030

Lloyds Banking Group said artificial intelligence will support every customer interaction by 2030 and that it expects to generate more than £100m from generative and agentic AI in 2026. The announcement accompanied first-half results showing statutory pre-tax profit of £4.2bn, up 23% year on year.

The group plans to cut a further £2bn of costs over the next four years, on top of £2bn saved in the previous four-year period, under its Accelerate 2030 strategy, with AI listed as a key enabler of savings and future growth.

Chief executive Charlie Nunn told investors: “Every part of the group has a clear AI-enabled strategy that will further enhance our ability to differentiate our services, grow and deliver improved productivity. By 2030, we expect AI-powered tools will support every customer interaction and all of our colleagues.” He added the bank is on course to deliver more than £100m of value from generative and agentic AI in 2026.

Lloyds is already using AI beyond simple automated customer service. An AI investment-advice feature in the Scottish Widows app is live and will be rolled out to the bank’s retail banking app. The tool is designed to provide targeted advice and the bank estimates it could reach up to one million smaller investors.

About half of the group’s AI spending is focused on productivity, efficiency and risk management, with the remainder directed at revenue growth.

In January, Lloyds launched an AI Academy aimed at making all 67,000 employees AI literate by the end of the year. Staff have completed around 400,000 AI courses since January. Nunn said the next phase will combine ongoing internal training with targeted external hiring.

The bank plans about 300 “agentic AI” roles, to be filled by internal promotion and external recruitment. The roles include data and AI scientists, engineers, responsible AI specialists and AI product managers.

Lloyds’ Financial Institutions Sentiment Survey 2025 found 59% of surveyed firms reported AI-driven productivity improvements in the past 12 months, up from 32% in 2024. A benchmarking report from Evident noted a rapid rise in AI-related roles across major banks.

Lloyds described the AI plans as part of a wider effort to modernise services and reskill staff while applying generative and agentic AI across customer-facing and back-office functions.